Digital Banking Services Representative
2 weeks ago
Hybrid- Garden City, NY
Salary Range: $55,000 - $65,000
The Digital Banking Services Representative I supports Apple Bank's Retail and Business Online Banking operations, including bill payment functions. This position assists both Customer Line Representatives through the call center and branch personnel via the Help Desk with online banking inquiries. Responsibilities include responding to communications received through the online banking channel and the Bank's general customer email address, as well as handling Help Desk and VISA support calls during peak times. The Representative also troubleshoots digital banking issues, initiates service requests with vendors, and documents complaints when necessary.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Provide comprehensive support across all stages of retail and business online banking procedures.
- Facilitate Bill Pay operations, including assisting with service calls, managing potential fraud cases, and addressing exceptions.
- Resolve items routed to the team via the general service request queue.
- Support the call center by acting as a Customer Line Contact Center Representative during peak periods or as needed.
- Assist Help Desk and Visa support queues to facilitate timely and efficient assistance for Bank employees.
- Serve as backup for various fraud and risk management functions, such as mobile check deposit review, Visa support, and reviewing Bank risk reports.
- Troubleshoot customer issues related to digital technologies, documenting complaints when necessary.
- Support product implementation installations as required, which may include evening, weekend, or off-hour assignments.
- Perform additional duties as assigned.
SKILLS, EDUCATION, & EXPERIENCE
- Bachelor's degree in a relevant field or equivalent work experience is accepted in place of formal education.
- Minimum of 2 years of experience in financial services or digital banking; project coordination experience is advantageous.
- Familiarity with banking products, account opening processes, and CIP/compliance requirements is preferred.
- Proficient understanding of digital and mobile devices, operating systems, and browser configurations.
- Knowledgeable in digital banking platforms and money movement services (BillPay, P2P, A2A, etc.).
- Up to date on current devices, browsers, and operating systems.
- Able to manage multiple priorities through effective prioritization and attention to detail.
- Responsible for product expertise and for utilizing available resources to meet objectives.
- Strong interpersonal and verbal/written communication skills.
- Capable of innovation and resourcefulness when collaborating on solutions.
- Commitment to delivering quality products and positive customer experiences.
- Detail-oriented, persistent, and able to adhere to timelines and monitor product performance.
- Willingness to learn new techniques, programming languages, and design patterns as required.
Visa sponsorship not available.
We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.
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